Performance, QA & Compensation SOP

1. Purpose

This SOP explains:

• How Broker/Facilitators at CarManana are paid.

• What minimum performance standards must be met.

• How our Quality Assurance (QA) team reviews activity and files.

• When CarManana may withhold, adjust, or claw back compensation.
  
  

The objective is to reward real, compliant production and protect CarManana, our partners, and our clients.

2. Scope

This SOP applies to all Broker/Facilitators who source, structure, and/or facilitate vehicle transactions under the CarManana brand or platforms and who are compensated on a per-vehicle flat basis, with eligibility for performance multipliers.

Separate SOPs cover:

• Internal staff

• Call center/Account Managers

• Other sales roles
  
  

3. Role Definition – Broker/Facilitator

A Broker/Facilitator at CarManana is responsible for:

• Sourcing buyer and/or seller leads (self-sourced or assigned).

• Qualifying prospects properly (budget, vehicle type, timeline, destination/port, basic KYC).

• Coordinating deals from initial contact through to funding and delivery.

• Ensuring documentation is complete, accurate, and properly filed, including (as applicable):

  • KYC / ID

  • Bill of Sale with approved wording

  • Proof of payment / funds flow

  • Transport and export documents

• Following all CarManana SOPs, compliance rules, and communication standards.
  
  

This SOP describes operational expectations and compensation conditions. It does not on its own define legal status (employee vs contractor); that is set out in the individual agreement.

4. Compensation Structure

4.1 Base Flat Per Eligible Vehicle

For each vehicle that meets all the following criteria:

• The transaction is funded in full.

• The vehicle is delivered as per the agreed terms.

• The deal is fully compliant with CarManana policies and documentation standards.
  
  

The Broker/Facilitator is eligible for a Base Flat Fee of:

• [Base Flat Amount] per eligible vehicle
  (e.g., $100 per vehicle – amount set by management and subject to change).
  
  

Payment of the Base Flat is always subject to:

• This SOP

• The written agreement with the Broker/Facilitator

• Any applicable law or regulatory requirements
  
  

4.2 Monthly Performance Multiplier

In addition to the Base Flat Fee, CarManana applies a monthly performance multiplier based on the Broker/Facilitator’s results and compliance for that calendar month.

Performance tiers:

• Tier 1 – Standard:
  1.0× Base Flat

• Tier 2 – Performance Bonus:
  1.5× Base Flat

• Tier 3 – Elite Bonus:
  2.0× Base Flat
  
  

The tier is determined using the metrics in Section 5 and the QA review in Section 6.

Example (if Base Flat = $100):

• Tier 1 – Standard → $100 per eligible vehicle

• Tier 2 – Performance → $150 per eligible vehicle

• Tier 3 – Elite → $200 per eligible vehicle
  
  

Only eligible deals (funded, delivered, and compliant) qualify for the multiplier.

5. Monthly Performance Metrics & Tiers

CarManana evaluates Broker/Facilitators on a consistent set of metrics. These metrics are designed to capture production, profitability, sourcing quality, and risk/compliance.

Management may adjust numerical targets over time. Updated targets will apply going forward.

5.1 Key Metrics

1. Funded Vehicles per Month
   Number of vehicle transactions that are funded, delivered, and compliant in that month and are attributable to the Broker/Facilitator.
   
   

2. Average Gross Profit per Vehicle
   Total gross profit on the Broker/Facilitator’s eligible deals ÷ number of eligible vehicles.
   Target: [GM_Target] per vehicle (set by management and subject to change).
   
   

3. Self-Sourced Deal Percentage
   Percentage of funded, compliant deals that came from leads sourced by the Broker/Facilitator (not company-generated leads).
   
   

4. File & Documentation Quality
   Percentage of deals where the following items are complete, accurate, and uploaded to the designated system before payout:

   • KYC / IDs

   • Bill of Sale with approved wording and correct details

   • Proof of payment / funds flow

   • Transport and export documentation (if applicable)
     
     

5. Cancellation Rate
   Percentage of the Broker/Facilitator’s deals that cancel after deposit/BOS due to:

   • Poor qualification

   • Misrepresentation or overpromising

   • Non-compliance with CarManana SOP
     
     

6. QA / Compliance Score
   Average score assigned by the QA team based on review of:

   • Call recordings

   • Written communications (WhatsApp, email, SMS, CRM notes)

   • Overall adherence to scripts, disclosures, and compliance rules
     
     

5.2 Tier Thresholds

You can adjust these numbers; the structure is what matters.

Tier 1 – Standard (1.0× Base Flat)

To qualify for Standard, the Broker/Facilitator must meet all of the following minimums:

• Funded vehicles per month: ≥ 3

• Average gross profit per vehicle: ≥ [GM_Target]

• Self-sourced deal percentage: ≥ 50%

• File & documentation quality: ≥ 90% complete and correct

• Cancellation rate: ≤ 15%

• QA / Compliance score: ≥ 80%, with no serious compliance breaches

Tier 2 – Performance Bonus (1.5× Base Flat)

To qualify for Performance, the Broker/Facilitator must:

• Meet all Tier 1 minimums, and

• Meet Tier 2 thresholds on at least 4 of the 6 metrics below:
  
  

Suggested Tier 2 thresholds:

• Funded vehicles per month: ≥ 6

• Average gross profit per vehicle: ≥ 1.2 × [GM_Target]

• Self-sourced deal percentage: ≥ 70%

• File & documentation quality: ≥ 95% complete and correct

• Cancellation rate: ≤ 10%

• QA / Compliance score: ≥ 90%, with no serious compliance breaches

Tier 3 – Elite Bonus (2.0× Base Flat)

To qualify for Elite, the Broker/Facilitator must:

• Meet all Tier 1 minimums, and

• Meet all Tier 2 thresholds, and

• Meet Tier 3 thresholds on at least 3 key metrics (typically units, gross profit, and QA):
  
  

Suggested Tier 3 thresholds:

• Funded vehicles per month: ≥ 10

• Average gross profit per vehicle: ≥ 1.5 × [GM_Target]

• Self-sourced deal percentage: ≥ 90%

• File & documentation quality: ≥ 99% complete and correct

• Cancellation rate: ≤ 5%

• QA / Compliance score: ≥ 95%, with zero major compliance breaches
  
  

CarManana retains discretion to upgrade or downgrade tiers where risk or behavior makes it necessary, even if numeric thresholds are met.

6. Dedicated QA Team & Review Process

CarManana has a dedicated Quality Assurance (QA) team responsible for reviewing Broker/Facilitator activity to ensure:

• Client communication is accurate and aligned with our SOPs.

• Deal files are complete, accurate, and compliant.

• Company, partner, and regulatory expectations are respected.

The QA team is independent from production and reports to management.

6.1 What QA Reviews

The QA team may review, at any time:

• Recorded calls (inbound and outbound).

• Digital communications, including WhatsApp, SMS, email, and CRM notes.

• Deal folders and documentation, including:

  • KYC / IDs

  • Bills of Sale

  • Payment / funds flow records

  • Transport and export documents

  • Internal notes or supporting documents
    
    

All Broker/Facilitator activity related to CarManana deals must be on-system and traceable. Off-system deals, unlogged conversations, and undocumented agreements are strictly prohibited.

6.2 How QA Affects Compensation & Tiers

The QA team assigns a QA / Compliance score, which is a core metric in determining monthly tier and eligibility for multipliers.

• High QA / Compliance score + clean documentation
  → Supports Tier 2 (1.5×) or Tier 3 (2.0×) eligibility.

• Low QA / Compliance score, repeated issues, or risky conduct
  → Can result in:

  • Reduction to Tier 1 (1.0×) or removal of multiplier.

  • 0× payout on specific deals.

  • Formal warning or termination of the relationship.
    
    

Examples:

• If QA identifies misrepresentation (false promises about refunds, timelines, or pricing) on a deal:

  • CarManana may pay $0 on that deal, even if it closes and funds.

  • Tier for the month may be reduced or removed.
    
    

• If QA identifies incomplete or inconsistent documentation:

  • QA may downgrade file quality metrics.

  • Deals may be placed on hold until corrected or may be excluded from eligibility.
    
    

6.3 Serious QA Flags (Zero-Tolerance Items)

The following are considered serious QA flags:

• Promising refunds that are not authorized by policy or written agreement.

• Representing a transaction as “no risk”, “guaranteed”, or similar, when that is not true.

• Falsifying or altering documents (IDs, BOS, signatures, pricing, dates, etc.).

• Running deals off-system (not recorded in CRM / official process).

• Hiding material information from CarManana that affects risk, ownership, or compliance.
  
  

Serious QA flags may result in:

• Immediate zero pay on affected transactions.

• Clawback of previously paid amounts.

• Immediate termination of the Broker/Facilitator relationship.

• Reporting to relevant partners or authorities where required by law.
  
  

6.4 Expectations for Broker/Facilitators

Broker/Facilitators should operate at all times knowing that:

• Any call, message, or file can be pulled and reviewed.

• QA decisions are based on recorded evidence, not opinion.

• Clean, transparent behavior is the only way to access higher multipliers.
  
  

To protect your own position and maximize your earnings:

• Follow CarManana scripts and SOPs.

• Do not promise anything that is not written and approved.

• Keep all communication and documents inside the approved systems.

• Ask for clarification before you send or say anything uncertain.
  
  

7. Compliance, Clawbacks & Zero-Pay Situations

The following rules apply to all Broker/Facilitators:

1. Eligibility Condition
   Flats and multipliers only apply to deals that are:

   • Funded

   • Delivered

   • Fully documented and compliant per this SOP
     
     

2. Cancellations
   If a deal cancels due to poor qualification, misrepresentation, or SOP breaches, CarManana may:

   • Withhold the flat and multiplier.

   • Claw back amounts previously paid on that deal.
     
     

3. Non-Compliant Deals
   Deals with serious compliance issues (as determined by QA and management) may be:

   • Excluded from eligible count and gross profit metrics.

   • Paid at 0× even if technically funded.
     
     

4. Discretion
   CarManana retains discretion to adjust or suspend payments:

   • While an investigation is ongoing.

   • Where regulatory, banking, or legal risk is present.
     
     

8. Reporting & Monthly Review

• Performance is typically reviewed on a monthly basis.

• Broker/Facilitators may be provided with a summary showing:

  • Funded vehicles credited to them

  • Gross profit performance

  • Ratio of self-sourced vs company-provided deals

  • Documentation quality metrics

  • Cancellation rate

  • QA / Compliance score and any flags
    
    

CarManana may conduct spot checks and broader audits at any time.

9. Acknowledgement

By operating as a Broker/Facilitator under this SOP, you confirm that:

• You understand how the flat + multiplier structure works.

• You understand that your compensation depends on funded, compliant, and properly documented deals.

• You understand that the QA team and management may review and act on your activity at any time.

• You accept that CarManana may withhold, adjust, or claw back compensation in the situations described above.
  
  

10. Why This Structure Benefits You as a Broker/Facilitator

This performance and QA structure is not just about rules. It is designed to reward serious Broker/Facilitators who treat this like a real business and produce real results.

10.1 Unlimited Upside on Deals You Control

• You receive a flat fee per eligible vehicle, and you can multiply that flat up to 1.5× or 2.0× based on your performance.

• The more you produce clean, profitable, self-sourced deals, the more you earn per unit, not just in total volume.
  
  

If you perform at a higher level, you are paid at a higher level.

10.2 Clear Rules, No Favourites, No Guesswork

• The structure is based on clear, written metrics: funded units, profit, self-sourced percentage, file quality, cancellations, and QA score.

• Everyone plays by the same rules.

• You know in advance what it takes to be Standard (1.0×), Performance (1.5×), or Elite (2.0×).
  
  

If you hit the metrics, your results speak for you.

10.3 Your Hustle on Self-Sourced Deals Is Directly Rewarded

• The structure specifically rewards self-sourced deals.

• A higher self-sourced percentage helps you qualify for higher tiers and higher multipliers.

• You are not capped or limited by how many leads the company can feed you.
  
  

If you are proactive and good at networking, prospecting, and finding business, this model allows you to build your own book under CarManana and earn more than someone who just waits for inbound leads.

10.4 Clean Files and Compliance Protect Your Long-Term Money

• Clean files = protected income.

• When your deals are properly documented and compliant, the risk of chargebacks, disputes, frozen payments, or regulatory issues is much lower.
  
  

That means:

• The deals you are paid on are more secure.

• You avoid surprises and clawbacks later because something was missing or misrepresented.
  
  

The QA team helps keep the entire operation safe, so we can keep doing volume and keep paying out.

10.5 High QA Score = Trust, Better Opportunities, Better Multipliers

When QA consistently scores you high:

• Management can trust your deals without second-guessing.

• You are more likely to get:

  • Better opportunities

  • More support

  • More complex or high-value transactions
    
    

Because QA score is a key metric, a high QA score directly supports your access to 1.5× and 2.0× multipliers.

If you communicate clearly, stay honest, and follow SOPs, you get more trust and more money.

10.6 Protection From Other People’s Bad Behaviour

This structure protects serious Broker/Facilitators from being dragged down by others.

• If someone else cuts corners, misrepresents deals, or goes off-system:

  • Their QA scores, tiers, and pay are affected — not yours.
    
    

Your performance is graded on your own metrics and files, not on what another Broker/Facilitator did.

A few bad actors cannot ruin the model for everyone. Professionals can still earn aggressively and build a long-term relationship with CarManana.

10.7 A Clear Path to “Level Up”

Because the metrics and tiers are written down, you always know:

• Where you stand right now, and

• What you need to change to reach the next tier.
  
  

Examples:

• Strong units but high cancellations → tighten qualifying and expectation setting.

• Strong units and low cancellations but low QA → tighten your language, follow scripts, and clean up communication.

• Blocked by low self-sourced percentage → increase prospecting and sourcing.
  
  

You can look at the metrics and say:
“If I fix X, Y, and Z, I move from 1.0× to 1.5× or 2.0×.”

10.8 What This Structure Rewards

This structure is designed to reward you for:

• Finding your own business

• Closing funded, real deals

• Building profitable transactions, not thin or risky ones

• Keeping your files clean and professional

• Being honest and compliant in every conversation

• Protecting the CarManana brand and operation, so we can all keep growing
  
  

If you do these things consistently, this model gives you:

• More money per deal

• More trust and autonomy

• More stability and long-term upside